政务微信公众号服务质量的关键影响因素识别与分析  

An Analysis on the Critical Influencing Factors of the Service Quality of Government WeChat Official Accounts

作　　者：李宗富[1] 张向先[1] 

机构地区：[1]吉林大学管理学院,长春130022

出　　处：《图书情报工作》2016年第14期84-93,共10页Library and Information Service

基　　金：国家社会科学基金重大项目"网络信息生态链形成机理与演进规律研究"(项目编号:11&ZD180)研究成果之一

摘　　要：[目的/意义]识别并分析影响政务微信公众号服务质量的关键因素,为科学评估政务微信公众号服务质量和进一步提升政务微信的综合社会效用提供理论基础。[方法/过程]从信息生态视角构建了政务微信公众号服务质量的影响因素体系,运用DEMATEL方法对所有可能影响政务微信公众号服务质量的因素进行关联分析。[结果/结论]根据所有因素的综合影响指数排序,识别出影响政务微信公众号服务质量的关键因素,并据此提出若干提升政务微信服务质量的建议和对策。[ Purpose/significance] This paper mainly identified and analyzed the critical influencing factors on the service quality of government WeChat official accounts in order to provide theoretical basis for the service quality evalua- tion and wide application of government wechat official accounts. [ Method/process ] The authors constructed the influen- cing factors system on the service quality of government WeChat official accounts from the perspective of information ecolo- gy, and then carried on an incidence analysis of all the possible influencing factors by the DEMATEL method. [ Result/ conclusion] According to the comprehensive influence index ranking, the major factors are recognized, and some sugges- tions on promoting the service quality of government WeChat official accounts are put forward.

关 键 词：政务微信公众号 服务质量 影响因素 DEMATEL 

分 类 号：D63[政治法律—政治学]